Imane Moujahid

- Managing the seamless onboarding and training of Zoom accounts, providing expert guidance on administrative capabilities of Zoom products for customers across diverse segments, including Enterprise and Mass Market. - Expertly navigating complex customer product setup scenarios, optimizing operational efficiency by deploying strategies that achieve customer goals through multiple approaches.

- Defining, setting and providing visibility on Customer Care KPIs such as CSAT, First reply time median, through scorecards and historical trends. - Analyzing Customer Care quality & efficiency KPIs combined with customer behaviour, in order to understand the root causes of drops or inflations, and adjust action plans to reach defined / dynamic KPIs objectives. - Working, preparing and communicating actively with the marketing, product, compliance, partnership, sales and social media managers on customer experience continuous improvement projects, most requested features, product & Onboarding/KYC improvements, impacting customer care inflows events, application incidents...and setting-up post-mortem plans and preventive actions if needed. - Optimizing, owning and improving Customer care processes through regular clients feedback, CSAT analysis, root cause analysis. - Capturing recurrent clients questions into FAQ articles and promoting client’s self-autonomy and availability of most requested answers and information on our website.

- Ensuring Amazon clients requests are answered knowledgeably and thoroughly following Amazon Processes and Policies, successfully meeting Amazon High standard Customer’s requirements. - Setting, Monitoring, and assessing weekly and monthly agent performance reviews, improvement and follow-up action plans. - Setting, monitoring and meeting performance targets for quality, quantity and efficiency indicators (RAP ‘Repeated Adjusted PRR’, PRR ‘Positive Response Rate’, CPH ‘Contacts handled per hour’…) - Launching new projects and product implementations, reporting deficiencies, escalating problems with suggested solutions, and continuous improvement plans inside Amazon Virtual CS.